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KT Review
KT Review Technology Edition #1: Insisting on Value...for Service and Support
 
Insisting on Value…for the Technology Industry
The KT Review Tech Edition features articles and best practices that focus on improving business performance for global technology and support organizations. This issue explores rational, systematic approaches to improving service and support.
 

On the Edge and In Control
Managing the Complexity of Technical Support
by Christoph Goldenstern and Arun Shukla

Using increasingly connected yet disparate technologies, customers expect their business to be supported homogenously, despite the complexity of their IT infrastructure. Organizations that are oblivious to the realities of their customers’ complex, interconnected, IT environments are at risk—as are those that think they can outsource this complexity.

A common theme that reverberates across our client landscape is that the technical support function lives on the edge. Can they be in control? We believe so.
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Tool-kit: Your Ticketing Systems Powered by KT ResolveSM

After successful use of KT ResolveSM on the job, many service and support clients have asked, “What if our ticketing systems could emulate KT Resolve?” In fact, benefits have resulted from KT client-initiated emulation projects and some best practices for pursuing these projects have emerged.
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The Tie that Binds: Using Business Strategy to Corral Your Projects
By Alan P. Brache

In most organizations, project work proceeds in parallel with—and takes people away from—ongoing activities. If your organization is typical, off-line project work is growing geometrically. In this article, the author raises and answers key questions that can guide project success. Beyond simply finding answers to the pressing concerns he describes the 'how' part of getting back in control.
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